Technical Support Manager - Data Telemetry & AI Platform

Cribl; Harrisburg (Dauphin County); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health

Dental

Vision

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical, collaborative team focused on customer success and data management. You will mentor engineers, handle escalations, and uphold high CSAT while promoting best practices across Cribl products.

The role emphasizes strong communication, cross-functional collaboration, and ownership of processes, with on-call duties and a remote-first, global team. Cribl offers comprehensive benefits and a competitive salary range.

Qualifications

• Minimum 3 years’ experience leading a highly technical team.
• 10 years’ experience in customer facing roles.
• Strong written and verbal communication skills.
• Understanding of Big data and why data is important to companies.
• Experience mentoring engineers and guiding customers to a solution.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason amongst the chaos.
• Review Cases, Metrics, Statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best success.
• Participate and be an advocate of Customers and Engineers.
• Create, maintain, enhance Processes and Procedures.
• Build your technical knowledge in Cribl products and how to position them.
• Ensure team success to SLA’s, CSAT and other guiding metrics.
• This position will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Mentoring

Communication skills

Big data understanding

Customer facing

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical, collaborative team focused on customer success and data management. You will mentor engineers, handle escalations, and uphold high CSAT while promoting best practices across Cribl products.

The role emphasizes strong communication, cross-functional collaboration, and ownership of processes, with on-call duties and a remote-first, global team. Cribl offers comprehensive benefits and a competitive salary range.